Technical Support Engineer

About the Role:
The Ideal Technical Support Engineer candidate is passionate about technology and customers. A true problem solver, the Technical Support Engineer will provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.

What You'll Do:

• You will take ownership of customer issues, including;  initial troubleshooting, identification of root cause and issue resolution or escalation, identify and escalate priority issues that need immediate attention
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Serve as internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible
• You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers
• Create the process or troubleshooting documentation in the support of knowledge base.
• We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers

What You'll Need:

• 3+ years of customer support, technical support, system administration or related customer facing role
• Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues
• Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment
• Ability to learn new technologies quickly
• Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
• Ability to work independently with little direct supervision and as a part of a team.
• Outstanding analytical and organizational abilities
• Ability to remain calm, composed and articulate when dealing with tough customer situations

Bonus Points:

• Experience supporting Kernel level security solutions
• Experience supporting hybrid environments
• Experience supporting security applications such as AV, VPN, Firewall, proxy
• Linux troubleshooting experience a plus
• Experience with Splunk
• Experience with troubleshooting Windows and Mac